Service Desk Analyst II-III

Deliver Exceptional IT Support That Keeps Our Business Running

Georgia System Operations Corporation (GSOC) is seeking a Service Desk Analyst II-III to provide timely, professional, and customer-focused technical support to associates across the Family of Companies.

This role serves as a primary point of contact for hardware, software, mobile device, printer, remote access, and end-user technology support while helping associates use technology effectively and productively.

As a Service Desk Analyst, you will diagnose and resolve technical issues, document service activity, coordinate escalations, deploy and support equipment, and serve as a trusted technology resource for onsite and remote users.

This opportunity is ideal for a customer-focused technology professional who enjoys troubleshooting, helping others, learning new technologies, and delivering dependable service in a fast-paced environment. Candidates may be considered at Level II or III based on experience and demonstrated technical capability.

As a Service Desk Analyst II-III, you will support a positive end-user experience by resolving technology issues, maintaining accurate service records, and coordinating solutions across the IT organization.

• Identify, analyze, troubleshoot, and resolve hardware and software issues for onsite and remote users with a high degree of customer service, technical expertise, and timeliness.
• Provide first- and second-level support and perform more advanced troubleshooting based on experience and issue complexity.
• Maintain ownership of customer issues through resolution, including communication, follow-up, escalation, and coordination with internal IT teams.
• Document incidents, requests, troubleshooting steps, and resolution details in the ticket management system according to established standards.
• Prioritize support based on impact, urgency, service-level expectations, priority codes, and date of receipt.
• Manage call queues, update resolution descriptions, and elevate tickets when appropriate.
• Use knowledge resources, ticket history, vendor resources, and diagnostic tools to identify recurring issues and improve problem prevention and resolution.
• Configure and support remote access technologies, virtual desktop environments, VPN solutions, access tokens, network drive mappings, and related connectivity tools.
• Support, deploy, image, re-image, configure, troubleshoot, and maintain desktops, laptops, mobile devices, printers, peripherals, and related technologies.
• Support iPhones, iPads, and other mobile devices, including configuration, deployment, troubleshooting, standards, process documentation, and user training.
• Assist users with conference and presentation equipment, laptops, projectors, and related checkout and tracking processes.
• Support technology-related office moves, workstation setups, equipment transfers, and deployment activities.
• Assist with asset tracking, receiving procedures, equipment records, lifecycle support, and inventory-related activities.
• Analyze, evaluate, implement, and maintain hardware and software products for the end-user computing environment.
• Develop, edit, and maintain technical procedures, support documentation, and knowledge-base content.
• Provide clear guidance and training to end users on supported hardware, software, mobile devices, remote access, and related tools.
• Deliver consistent quality assurance and contribute to customer-service, response-time, and first-contact-resolution goals.

• Provide advanced technical expertise across multiple levels of support and serve as a problem or incident owner for complex customer issues.
• Use external technical resources and vendor support, such as Microsoft or Dell, to resolve issues that require specialized expertise.
• Develop support methods, standards, and processes that improve hardware, software, remote access, mobile device, printer, and service-delivery outcomes.
• Provide guidance to other support team members and help strengthen consistent troubleshooting, documentation, escalation, and customer-service practices.

• Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field. An equivalent combination of education and directly related experience may be considered.
• Service Desk Analyst II:
  Ideally, 3+ years of experience in computer systems, IT support, or technical service delivery within a multiplatform environment.
• Service Desk Analyst III:
  Ideally, 5+ years of experience in computer systems, IT support, or technical service delivery within a multiplatform environment.
• Broad desktop, network, telecommunications, hardware, software, peripheral, mobile device, and remote-access troubleshooting knowledge.
• Experience supporting Microsoft Windows, Microsoft Office applications, PC configurations, remote diagnostic tools, endpoint security issues, and client applications.
• Strong customer-service orientation with excellent written, verbal, interpersonal,…